Messages

46

Running QueueMetrics / Re: Agent showed in the queue, even if softphone is closed

« on: September 10, 2010, 10:56:10 »

Fine! That's good to know.

Thank you and regads,
Marco Signorini.

47

General Asterisk configuration / Re: What does agent disconnected mean?

« on: September 10, 2010, 10:54:20 »

Hi,

I think this is something Asterisk dependent. QueueMetrics shows what Asterisk inserted in the queue log file.
To investigate this I'll ned to have the queue log file trace related to this call. Could you, please, put here a short extract related to one of this particular calls?

It should interesting to understand what's happening when the agent presses the END key.

Thank you and regads,
Marco Signorini.

48

Lost licences / Re: Licensing terms

« on: September 06, 2010, 11:44:38 »

Hi,

Licenses are based on the number of concurrent agents you have in a predefined report period.
It's not related to their name or other hardware changes but, more precisely, to the agent codes.

The main idea is that if you have a 10 agent license you can run reports for a period where at maximum of 10 angents are reported.
That means that if you have 3 agents running three different shifts in a day, you'll be able to run reports for an unlimited period.
If you have 15 agents running three different shifts in a day, you'll be able to run reports for period comprising no more than two shifts.

You can find more information about at the page http://www.queuemetrics.com/licence.jsp
If you needs more details, please contact our sales dep.

Thank you and regards,
Marco Signorini.

49

Running QueueMetrics / Re: Agents signed in with no calls do not show availability?

« on: September 06, 2010, 11:29:05 »

Hi,

this is something customizable in QueueMetrics.
Please search for default.useRawAgentSessions key in the main QueueMetrics configuration.properties file.

# If true, show all agent sessions. If false, show only agent sessions with at least one call.
default.useRawAgentSessions=true

Don't forget to issue a complete QueueMetrics app restart with a "/etc/init.d/queuemetrics restart" root shell command.

Thank you and regards,
Marco Signorini.

50

Running QueueMetrics / Re: Agent showed in the queue, even if softphone is closed

« on: September 06, 2010, 11:26:35 »

Hi,
I think the problem is related to a set of macroes that are called by your dialplan if the channel becomes unavailable.

For what I can see from the CLI you posted, the call is answered by Asterisk when playing the unavailable tones. In this way the queue_app is not able to understand that the user is not available (because the call was answered by the PBX).

I think that changing/eliminating the "Playtones" call in your s-CHANUNAVAIL should solve your problem.

Thank you and regards,
Marco Signorini.

51

Running QueueMetrics / Re: Changing default source for Quick Activity Report

« on: September 06, 2010, 11:18:37 »

Hi,

The Quick Activity Reports pulls data from the same datasource you have in the custom report.
You can check what's the datasource link from the license information page you can reach at the last link on the QueueMetrics main page.

You should have something like:

Storage type: SQL Storage (Partition: P001)

The same applies for the agent reports.
The configuration key used to set the default datasource link is:

default.queue_log_file

You can find it in the configuration.properties file. Dont' forget to restart the QueueMetrics app issuing a "/etc/init.d/queuemetrics restart" root shell command, then to log-off and log-on on QueueMetrics portal.

Thank you and regards,
Marco Signorini.

52

Running QueueMetrics / Re: Duplicated calls in custom stats with considerIncompletetEntities=true

« on: September 06, 2010, 11:10:00 »

Hi Richard.

Unfortunately not.
For speed optimization purposes we use only one key that defines what will be the timespan used by QueueMetrics when calculating figures.
You can't, in this case, exclude incomplete calls but include incomplete sessions and vice-versa.


Thank you and regards,
Marco Signorini.

53

Running QueueMetrics / Re: What is the new SubqueueMode?

« on: September 06, 2010, 11:05:26 »

Hi Barry.

This new modality was implemented to solve a particular problem we have with one of our customer.
Enabling this modality lets QueueMetrics propagating to parent queue all calls and events generated by the subqueues. I think this is the inverse process you want to have.
In the situation we have, if an event happens only in the "subqueue", it will be reported in the "queue"."subqueue" too... but not on other "subqueues" composing the master "queue".

Thank you and regards,
Marco Signorini.

54

Running QueueMetrics / Re: Remove fields of a particular report

« on: September 06, 2010, 10:57:10 »

Hi,

Unfortunately not. Is not possible to dinamically modify a report table. They are the smaller object you can use to generate custom reports.
You can, if you need it, generate a page result through a set of XML-RPC calls then present it in your preferred way hiding the information you don't need. This requires you to spend some time with any sort of programming language like, for example, PHP.

You can have more details on XML-RPC calls here: http://queuemetrics.com/manuals/QM_XML-RPC_manual-chunked

Thank you and regads,
Marco Signorini.

55

General Asterisk configuration / Re: Everytime Queue and Agents should be set to all to see Real-Time. Why?

« on: September 06, 2010, 10:51:06 »

Hi,

the realtime page shows the queue you selected in the main page, unless you disable the queue filters by selecting "Queue All" on the same page.
Did you selected the proper queue in the QueueMetrics main page before starting the realtime report?

The same problem could happens if the queue configured in Asterisk are not the same queues configured in QueueMetrics. In this case QueueMetrics filters out for their known queue names (different to what is present in Asterisk) until you ask to show "Queue All".
The same happens for agent members.

Is that your situation?
Thank you and regards,

Marco Signorini.

56

General Asterisk configuration / Re: What are un-answered calls? Why are they always ZERO?

« on: September 06, 2010, 10:44:15 »

Hi,

my question is: are the statistics calculated with a proper query?
Is the queue you are monitoring the same you have setup in Asterisk PBX?

If you are monitoring the queue that reported unanswered calls they should be counted in this report. If you have always zero I suppose there is something wrong in your configuration and/or your query.

Thank you and regards,
Marco Signorini.

57

General Asterisk configuration / Re: FreePBX Hot Desking + Dynamic Agents + Queuemetrics

« on: September 06, 2010, 10:40:21 »

Hi,

I admit I'm not an expert of FreePBX.
What I suggest is to write a custom extension in your dialplan where a test agent could log-in, and to understand what is the asterisk behavior in this simplest situation. How is marked by asterisk a logged-in agent in this situation? And after an asterisk restart?

Thank you and regards,
Marco.

58

General Asterisk configuration / Re: Can someone please explain these two snapshots as to what is happening?

« on: September 06, 2010, 10:30:45 »

Hi, to answer to your last questions:

> "3- Are the reports generated on the GO when it's run?..."
Yes.

> "...Is all pullen down from the Queue_log file or MySQL, parsed, and displayed?..."
Yes.

> "...is there anything that QueueMetrics adds to the logs?..."
Depends. QueueMetrics tries to validate data if corrupted. The way it does is too much complicated to have it explained in some rows.

> "...Where are they? in a file or MySQL table? and what are"
It depends on what technology you are using. If qloaderd + MySQL, the queue data will be stored in the queue_log table.

Thank you and regards,
Marco Signorini.

59

General Asterisk configuration / Re: Recording retrieval

« on: September 06, 2010, 10:26:14 »

Hi,

Is that problem replicable in the normal usage or it's happening after a period of inactivity?
In the latter case I'm expecting to have a server context timeout and is something that you can override doing a log-in procedure.

Could you, please, give me more details on that?

Thank you and regads,
Marco Signorini.

60

General Asterisk configuration / Re: What does agent disconnected mean?

« on: September 06, 2010, 10:19:21 »

Hi,

Agent disconnected means that Asterisk PBX inserted a COMPLETEAGENT event in the queue_log file.
This should be caused, normally, if the agent is the person that terminates the received call.
In the example reported I assume the agent answers the call after 5 seconds and drops it in a shortest time (less than 1 second).

Thank you and regards,
Marco Signorini.